Notes

----------------------------------------------------------------------------------------------------------------------------------------------------------------HOTLINE---------------------------------------------------------------------------------------------------------------------------------------------------------------------------

GREETING - "Hi, this is Hugo. I'm number 29 on the Supervisor Hotline Name Roster. Please send me the Claim ID or Warranty ID along with your site location.”
GREETING(2) - “Just to confirm we're working with (Customer's first and last name).”
GREETING(3) - "What assistance do you need with this warranty/claim?”
GREETING(4)- "Do you have any additional questions?"
GREETING(5)- "Thanks for calling the Supervisor Hotline.”

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-HOLD-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

HOLD(1) - “I can only stay on hold for 2 minutes. After 2 minutes, I’ll ping you in chat and wait 2 more minutes before disconnecting the call.”
HOLD(2) - Hi, I can only stay on hold for 2 minutes. 2 minutes have passed so I'm pingining you in chat and wait 2 more minutes before disconnecting the call. I'm sorry.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-PER/PERD-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-
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No PER/PERD accurate to the scenario of this call so I selected the closest reason.
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--------Allstate Claims Review Team-------
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-Retailer name
-Item name
-Item price
-Date of purchase
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-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-
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[Issue]: Agent called in to
[Resolution]: Pulled up the WTY and set clear expectations with the agent about
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-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- What you do to resolve the issue
E.- Expectation like time frame for resolution or update
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CONFIRMED????)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- I followed this KBA 000043130 (Supervisor/Manager: Handle Trust & Safety Alerts) step by step;
1. Review the notes on the account. Has T&S requested action from the Customer?
Yes, (this is their last note: -

5. Follow standard procedure to create and update the Supervisor Hotline ticket.
E.- Cx is aware we will follow up with the cx in 1-2 bd via email
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CONFIRMED(NEW)????)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- I followed this KBA 000043130 (Supervisor/Manager: Handle Trust & Safety Alerts) step by step;
1. Review the notes on the account. Has T&S requested action from the Customer?
No.

2. What is the status of the T&S alert?
Confirmed Fraud alert on the account, I told the cx the account is under review for misrepresentation and any updates they may receive will be in writing, cx disconnected right away.

3. Is there a Trust & Safety ticket on the account?
No, I created the T&S ticket 0061761020.

4. Update the status of the Trust & Safety ticket to Escalated.

5. Follow standard procedure to create and update the Supervisor Hotline ticket.
E.-
S.-
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- Review the notes on the account and since T&S has not requested action from the customer; Escalate the T&S ticket and leave notes of the cx getting in touch to follow up on the claim. I followed this KBA 000043130
E.- Cx is aware we will follow up with the cx in 1-2 bd via email
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S- REQUESTED PICTURES)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- Review the notes on the account and since T&S has requested action from the customer; Inform the cx needs to send a copy of the PoP and pictures of the item as requested in the email we've sent already.
E.- Cx is aware we will follow up with the cx in 1-2 bd via email after the pictures are received.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S - NEW)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- Review the notes on the account and since T&S has not requested action from the customer; I created the T&S ticket TICKET. I followed this KBA 000043130
E.- Cx is aware we will follow up with the cx in 1-2 bd via email
S.-
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Why you're flagging this Cx for a potential Trust & Safety issue: Because of the T&S alert on the account that indicated a T&S ticket needs to be created
Details on what in particular seems suspicious: The T&S alert
Cx's preferred phone number and email address for follow ups:
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-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (T&S - NEW)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to because of the T&S alert on the account

[Resolution]: Pulled up the WTY and set clear expectations with the agent about since T&S has not requested action from the customer and there is not any T&S ticket a new one needs to be created by following this KBA 000039793. And after created to notify the cx that we will follow up with the cx in 1-2 bd via email.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S - WARRANTY TRANSFER/UPDATE EMAIL ADDRESS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account, cx wants to change the email address on the account
R.- A T&S ticket for Warranty transfer was created by following this KBA 000038142 and set clear expectations with the cx about what the next steps are to update the PP's information and the cx is aware we'll send the cx an email with instructions on what we would need in order to update the email for the cx.
E.- Cx is aware we will follow up with the cx in 1-2 bd via email after the information requested is received.
S.-
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Email address the Customer wants to update / transfer the warranty to:
Warranty IDs:
Customer's preferred phone number and email address for follow ups:
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-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (T&S)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to because of the T&S alert on the account

[Resolution]: Pulled up the claim and read the notes to see if there is any update from the T&S team; set clear expectations with the agent about the need of the

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (T&S-ÑO)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to because of the T&S alert on the account, wants to know how to proceed

[Resolution]: Review the notes on the account and since T&S has not requested action from the customer; Escalate the T&S ticket and leave notes of the cx getting in touch to follow up on the claim. I followed this KBA 000043130

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S - CONFIRMED FRAUD)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- Confirmed Fraud alert on the account, I told the cx the account is under review for misrepresentation and any updates they may receive will be in writing. End the call. The customer refuses to let the call end, tell the cx know I am unable to assist over the phone at this time and disconnect. I followed this KBA 000043130
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (AFFIDAVIT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the AFFIDAVIT resolution. The Cx is aware that we will send an affidavit through email that needs to be signed and sent back to us by email and after we get it we will process the reimbursment in 1 bd. Cx is aware that the protection plan will be completed.
E.- Refund via email GC in 1-2 bussiness days for $AMOUNT
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (AFFIDAVIT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution to an affidavit as

[Resolution]: Pulled up the claim and set clear expectations with the agent about the affidavit approval, cx will be refunded $AMOUNT via VIA

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (AFFIDAVIT-ERROR-CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because wants to get another resolution as REASON
R.- Offered the customer the AFFIDAVIT resolution, cx accepted. I was about to have this approved on FACA V2 but it keeps giving me this error message; "Cannot approve the claim. Missing manufacturer/model name. Please use updateWarranty link to update the information and approve the claim again."
I tried to use the update Warranty link to update the information but it does not even give me the option to do so, because of this a CED ticket was created so we can refund the cx as promised.
E.- Cx is aware a check will arrive in 5 bd for $AMOUNT to the cx's mailing address ADDRESS
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (AMR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the AMR resolution. The cx is aware that in an email that the cx will receive shortly, the cx will find a prepaid shipping label that the cx will use to ship the item to us. The cx is aware to be sure to take it to the Fedex location so they can scan it and send it to us and it'll take 2 bd for us to get it. The cx is aware that once we have paid the cx for this item, the plan is completed.
E - The cx is aware once we have received the item, the refund will be issued within 1 business day and the cx will receive the refund via check within 5 business days for the amount of $AMOUNT.
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (AMR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution as

[Resolution]: Pulled up the claim and set clear expectations with the agent about the AMR approval, cx will be refunded $AMOUNT via check in 5 bd

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (ADVANCED EXCHANGE-ADEX)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to have this claim approved for AdEx again because he was pitching the AdEx, them some FACA error apperared and the resolutions were moved to depot repair and LRI

[Resolution]: Pulled up the WTY and set clear expectations with the agent about the claim being succesfuly approved for AdEx. I followed this KBA 000042853 and referred the agent to the KBA 000030887 to give correct expecations to the customer.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (DEPOT REPAIR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- Set clear expectations with the customer about the Mail-In Repair resolution. The Cx is aware that we will send prepaid shipping labels via email and once he sends the item to us via fedex it will take 2 bd for us to get it, then the repair center takes 5 bd to repair the item and the repair center send back the repaired item using fedex and it takes 2 bd for the cx to get it back.
E.- Will get the confirmation email and the shipping labels during today
S.-

=-.-=-.-=-=-.-=-.-=-.-ESCALATION (RAPID REPAIR)-=-=-.-=-.-=-=-.-=-.-=

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the RAPID REPAIR resolution. Cx is aware the repair center repairs and ships the device the same day via overnight delivery. The cx is aware the cx will need to back up any data and disable any tracking software or apps before leaving the phone at a FedEx branch, not in a drop box. And the cx will be notified by email with a tracking number when the phone is back.
E - The cx is aware that the cx will receive a claim approval email shortly via email with a prepaid shipping label for overnight delivery
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (DEVICE EXCHANGE FOR CONSUMER CELLULAR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the DEVICE EXCHANGE FOR CONSUMER CELLULAR resolution. The Cx is aware that he needs to ship us his old item via USPS within 7 bd of receiving the new item, and that the prepaid shipping labels will be received along with the new device.
E - The Cx is aware that we will ship the replacement device within 1-3 bd using USPS
S -

-=-=-.-=-.-=.-=-ESCALATION (REWORK DE ADVANCED EXCHANGE FOR CONSUMER CELLULAR (TS FAILED))-=-=-.-=-.-=-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because it's being less than 30 days since the cx got the replacement phone and it's failing. It has a Security lock that the cx did not set up and troubleshooting was not succesful.
R - I followed this KBA 000034810 and since it's being less than 30 days since the cx got the replacement phone and it's failing. It has a Security lock that the cx did not set up and troubleshooting was not succesful; I followed this part of the KBA: "Handle a rework claim after TS fails"; I collected the following information:
Who they spoke with: Scott from Consumer Cellular
When they called: Called on 3/4/2023
Why troubleshooting failed: They don't know why it failed; the option to clear the data from factory reset does not give the option to do so.
Then file a new claim using File a Claim (Old), and select the SAME PROBLEM CODES as the previous claim. (The previous claim has 3 problem codes but this File a Claim (Old) only allows to select 1, so I put the problem codes on the claim notes. Select Rework in File a Claim (Old) when prompted. Log the call and document CARES on the applicable Claims Processing ticket.
Since the KBA does not state anything at all about timelines but says "Consumer Cellular sends replacement phones to Customers directly, NOT SquareTrade. For reworks, SquareTrade sends the replacement phone. Consumer Cellular MUST perform troubleshooting (TS) with the Customer BEFORE you can file a rework for Device Exchange."
So since SquareTrade sends the replacement phone I followed this KBA 000030887 and set clear expectations with the customer about receiving the a like-new replacement within 1 business day. Then the customer needs to send the broken device to using using the shipping label that comes along with the replacement within 7 days of receiving the replacement.
Also by filing the claim in FACA OLD the claim was left in UNDER_REVIEW; the KBA 000034810 does not state anything about the approval time line either, so for personal experience I mentioned It'll be approved within 24 business hours.
E - Cx is expecting the claim to be approved in within 1 business day and to be receiving the a like-new replacement within 1 business day.
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (REFUND WTY-CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because her wty expired 9 months ago and she was unaware that it started the day she purchased the PP
R.- Offer a refund for the PP price for $AMOUNT, she accepted it so I created a CED ticket. I followed this KBA 000039715.
E.- Cx is aware the check will be sent in 5 bd
S.-


-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (REINSTATE WTY)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the wty expired BLA
R.- I followed this KBA 000029435 and reinstated the WTYs since it's been less than 30 the WTY expired. I added an extra week to the WTY from today's date.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (REINSTATE WTY)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to have the cx's wty reinstated as it expired less than 30 days ago

[Resolution]: Set clear expectations with the agent about the wty being reinstated succesfully
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****REINSTATE WTY *****
- approve WTY, uncheck calculate tax box and check approve only - submit twice (THEN UPDATE WTY and change the date on the start date override section)
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-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (REINSTATE WTY-MORE THAN 30 DAYS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to get some assistance on an expired PP

[Resolution]: Pulled up the WTY and set clear expectations with the agent about we not being able to reisntate the WTY as it's been more than 30 days since it expired and the claim is closed for inactivity so we cannot reopen it.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (EXPIRED WTY WITH A CLAIM IN TRIAGE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because her WTY has expired but she filed a claim on it before it expired.
R.- I followed this KBA Supervisor / Manager Only: Reactivating Warranties
Article Number
000029435
That crearly states "If the claim is in triage and the warranty is expired, use Admin 2 to approve the warranty if the issue is within SquareTrade's terms and conditions. "
So since this claim was left in triage and KBA does not mention anything about closed claims I used Admin2 to approve this for an addifavit resolution.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CONTACT DEPOT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- I sent an email to the depot to request information of REQUEST.
I followed these KBAs 000043359 and 000035735.
E.- Cx is aware the depot will follow up in 1-2 bd via email
S.-
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Subject field: Claim ID: CLAIM, Customer's name: NAME, Depot: DEPOT.
.
Hello Depot

Issue:
Request:

Thank you,
Hugo,
Supervisor.
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*** si es depot help desde gmail y los demas desde CP ticket en salesfore***

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CONTACT DEPOT - MOVE TO PAYOUT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-
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Hello Depot.

Issue: The customer has waited a few days for the replacement phone to be sent and it has not been sent out yet.
Request: Can you update us on the status of the replacement, please?
In case there are no replacements is it possible that you move the resolution to payout?

Thank you,
Hugo,
Supervisor.
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (MWT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No claim filed.
No WTY located.

C.- NAME
A.- Customer requested to speak with a supervisor because we cannot locate his PP
R.- The missing WTY ticket is TICKET. Set clear expectations with the customer about the creation of the missing warranty ticket.
E.- We will follow up with the cx in 1-2 bd after receiving the PoP.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (WAIVE FEE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in because the cx is asking to have the $AMOUNT DED waived.

[Resolution]: Pulled up the claim and set clear expectations with the agent about how to manually waive the deductible and leave on the notes that a sup from the Hotline approved the deductible being waived from the claim.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (PRE-EXISTING CONDITIONS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to know what to do since FACA shows that we cannot continue with the claim as the issue ocurred within plan waiting period

[Resolution]: Pulled up the claim and set clear expectations with the agent about giving the cx the information on this KBA 000027768 and that the cx can pay for the repair out of his pocket and save the wty for the future since there are pre-existing conditions on the item

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (ISSUES WITH GC)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the GC she got has never been used before by her but it shows no remaining balance
R.- Refer the Customer to Gift Card Services Walmart 1-800-411-7942. I followed this KBA 000040751
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (SYSTEM CORCEN)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because we've having a system error on our end and we have't not been able to file a claim for her.
- cx states Item stopped working, it is not charging.
R.- I tried to file a claim on FACA, I got the same error message as the previous agents; Http failure response for https://www.squaretrade.com/api/fac/5/data/RecuringPmtDef_222227771825490/claimEligibility: 500 OK. So I filed a claim on FACA (OLD) and approved it on Admin2.
Set clear expectations with the customer about the AMR resolution. The cx is aware that in an email that the cx will receive shortly, the cx will find a prepaid shipping label that the cx will use to ship the item to us. The cx is aware to be sure to take it to the Fedex location so they can scan it and send it to us and it'll take 2 bd for us to get it. The cx is aware that once we have paid the cx for this item, the plan is completed.
E - The cx is aware once we have received the item, the refund will be issued within 1 business day and the cx will receive the refund via check within 5 business days for the amount of $AMOUNT.
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (SYSTEM CORCEN)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to have the cx's wty reinstated as it expired less than 30 days ago

[Resolution]: Set clear expectations with the agent about the wty being reinstated unsuccesfully, the system is showing an error message (ERROR MESSAGE). I created a System Concern via Zendesk (Id #ID) and ask the agent to let the customer know we will follow up in 1-2 bd

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (FURNITURE-LOCAL REPAIR NETWORK)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- Set clear expectations with the customer about the LOCAL REPAIR NETWORK resolution.
E.- The cx is aware that a technician will follow up with her to set up an in-home repair appointment in 2-3 bd by phone and in case we cannot find a technician we will follow up with her in 2-3 via email regarding a resolution change.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CHANGE RESOLUTION FOR FURNITURE ITEMS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- Pulled up the claim and set clear expectations with the cx having this situation escalated over to our Furniture team in order to look for another resolution. I followed this KBA 000043030.
- I assigned this to the Furniture Picture Review queue because none of the other queues look to be any similar to this resolution change for Wayfair customers.
E.- Customer is aware that the Furniture Team will reach out within 1-2 business days via email.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (CHANGE RESOLUTION FOR FURNITURE ITEMS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution from LRI as the item is to heavy to take it to repair

[Resolution]: Pulled up the claim and set clear expectations with the agent about following this KBA 000043030 to change the resolution for furniture items and to please leave on the comment that the cx wants a different resolution and to inform the Customer that the Furniture Team will reach out within 1-2 business days